The YaSM Process Map for Microsoft Visio Examples and overview of contents

S c r e e n s h o t s YaSM Process Map The YaSM Process Map for Microsoft Visio Examples and overview of contents The YaSM Process Map for Microsoft Visio Examples and overview of contents

Contents YaSM processes Page 3 Overview and flowchart diagrams in three levels of detail Page 3 Process structure Page 7 YaSM documents and records ( YaSM data objects ) Page 11 Overview of the YaSM data objects Page 12 YaSM data object model Page 13 Object lifecycle diagrams Page 14 YaSM checklists/ document templates Page 15 RACI matrix Page 16 For more on the YaSM Process Map please visit yasm.com. 2

The YaSM Process Map: Process diagrams in three levels of detail The core of the YaSM Process Map is a set of process diagrams in three levels of detail The top-level diagram (level 1) presents an overview of the YaSM processes. 19 overview diagrams on detail level 2 show for each YaSM main process how it is related to the other main processes and what sub-processes it contains. On detail level 3, 99 flowchart diagrams provide a detailed account of the process activities and the process interfaces. Hyperlinks make it easy to navigate in the process model: Going down to a more detailed view or moving up to a higherlevel diagram takes only a mouse-click. Level 1: Overview of YaSM service management processes Level 2: YaSM main processes The following pages contain vector graphics - to see the process models in detail use your PDF viewer's zoom function. Level 3: YaSM sub-processes 3

Detail level 1: YaSM service Overview: YaSM service Set the strategic direction Strategic plan YaSM Service Lifecycle Processes Design new or changed services Service definition (drafted) Service implmnt. blueprint (completed) Build new or changed services manual (drafted) Operate the services Service quality (completed) Improve the services Service review (completed) Service improvement plan - SIP Set up and maintain the service management system Service management policies (authorized) Assess and coordinate changes Change schedule Ensure compliance Compliance register (authorized) Process model Maintain the service portfolio Service portfolio Manage projects Project plan Manage human resources Skills inventory Service definition (activated) Manage customer relationships Customer service agreement (signed) Ensure security Register of security risks (authorized) Manage suppliers External service agreement (signed) Underpinning security policy (authorized) Manage configuration CI record (verified) Prepare for disaster events Register of managed disaster events (authorized) Manage service financials Financial budget (authorized) Supporting YaSM Processes Service continuity plan Financial (completed) Back to Front Page High-level view of the YaSM service management processes. 4

Detail level 2: Operate the services Overview: Operate the services External processes Supporting service Other service lifecycle processes Other service lifecycle processes Supporting service External processes manual Build new or changed services Incident model manual (drafted) model (drafted) Service quality (completed) Build new or changed services Technical manual User manual Incident model (drafted) manual Suggested service modification Improve the services model (drafted) (suggested) Suggested process modification Set up and maintain the service management system Improve the services Service improvement plan - SIP manual (drafted) YaSM service Service quality (completed) Maintain the service portfolio Superior process Service portfolio Service quality (completed) Manage customer relationships Maintain the service portfolio Service definition (activated) Complaint record (raised) Operational service agreement (signed) CI record Manage configuration Manage configuration Configuration model CI record (verified) Provide guidance for service operation manual Support the service operation Change record (proposed - RFC) Change status Assess and coordinate changes Change model Planned service outages Perform routine operational tasks Assess and coordinate changes Ensure security Change authorization notice Change schedule Underpinning security policy (authorized) Security alert Resolve incidents and (suggested) manual Incident model model Incident model (drafted) Ensure security model (drafted) Resolve problems Prepare for disaster events Guideline for disaster events Index of disasterrelevant Service continuity plan Monitor the services (raised) (deferred) Service access log System event log (drafted) System event log Manage human resources Skills inventory Produce service quality s Service quality (completed) manual Prepare for disaster events Suggested imprv. to continuity arrangements Manage suppliers Goods received note Request to add skills and human resources Manage human resources Manage service financials Budget request (approved) Purchase request Manage suppliers Back to Front Page Service quality (completed) Request by client/ service user Customer process External supplier process record (raised) (raised) Escalation request Incident/ request status inquiry Technical manual User manual Service quality (completed) Service usage statistics Budget request (submitted) Incident/ request status Pro-active user Self-help for users Customer survey questionnaire (to be completed) Service quality (completed) Support request Manage service financials Customer process External supplier process YaSM main processes. There are 19 process models of this type on detail level 2. 5

Detail level 3: Resolve incidents in 1st level support Resolve incidents in 1st level support Process Owner Incident manager Support incident and service request resolution Incident model Superior Processes YaSM service Log incidents and Operate the services Resolve incidents in 2nd level support Resolve major incidents Resolve incidents and Monitor incidents and Monitor incidents and Resolve problems (deferred) Resolve incidents in 1st level support (resolved) Close incidents and Provide guidance for service operation Manage configuration Technical manual User manual Planned service outages Configuration model Process objective: To resolve an incident (service interruption) within the agreed time frame. The aim is the fast recovery of the service, possibly by applying a workaround. As soon as it becomes clear that 1st level support is not able to resolve the incident itself or when target times for 1st level resolution are exceeded, the incident is transferred to 2nd level support. (suggested) CI record Support request Resolve problems Manage configuration External supplier process CI record (verified) Assess and coordinate changes Change model Change schedule Ensure security Security alert Back to Front Page Resource 1st level support Carry out an initial analysis Search the knowledge base Decide whether a direct resolution by 1st level support is possible Incident must be transferred to 2nd level support Determine adequate 2nd level support agent or group Transfer incident to 2nd level support for standard incident created Discover the full symptoms, what exactly has gone wrong and which configuration items are affected. In particular, check if there are any applicable incident models that describe how to resolve the incident on hand. Assumption: If an incident can be fixed immediately, possible using a preauthorized minor change, then 1st level support will do so. Underlying cause for the incident can be resolved Correct the underlying cause of the incident This is also referred to as 'functional escalation'. Incident transferred to 2nd level support If possible, match incident to existing problem Check if a workaround is available Incident can be resolved by an existing workaround Apply existing workaround If the incident has been If the incident can be matched to an existing matched to a problem problem, update the record, check if it incident record. contains a workaround that can be applied to resolve the incident. At this stage, the incident is linked to a problem record, so problem mgmt. can subsequently resolve the underlying cause. Search incident records Incident can be resolved by a new workaround Apply new workaround Check ex isting incident records for similar failures and applied resolutions. Check recently implemented changes Assess if recently implemented changes could be at the root of the service failure. Consult technical and user manuals Look for possible root causes and ways to correct the service failure. YaSM subprocesses. Apply any recovery procedures required Verify that the incident resolution is complete Apply tests or check with the users to ensure that the failed service is actually restored. Incident resolution has failed Incident resolution is complete Roll back any changes made, if deemed appropriate Document resolution and update the incident record Where necessary, update If appropriate, Check for configuration suggest a new outstanding in the problem linked incidents CMS If it must be assumed This would apply if If a standard (minor) that the root cause several incidents had change has been made, behind an incident is not been ed and are the CMS needs to be fully understood, raise a outstanding which can updated. new problem. Also if a be linked to the incident new workaround has just resolved. been applied, raise a new problem record and document the details of the workaround. No outstanding linked incidents exist Outstanding linked incidents exist Repeat resolution for linked incidents, as required Set incident record status to 'resolved' Incident resolved There are 99 diagrams of this type on detail level 3. 6

The YaSM process structure The YaSM Process Map offers complete coverage of the YaSM service management processes. Detail: Process structure The following pages provide a complete view of the process hierarchy contained in the YaSM Process Map. Each of the processes on detail levels 1 and 2 is represented by a process overview diagram (see example on page 5). Each sub-process on detail level 3 is represented by a process flowchart diagram in BPMN format with a detailed account of the process activities and interfaces (see example on page 6). The following pages contain vector graphics - to see the process models in detail use your PDF viewer's zoom function. Processes on detail levels 1 and 2 linked to process overview diagrams. Sub-processes (detail level 3) linked to flowchart diagrams. 7

YaSM process structure: Service lifecycle processes YaSM process structure: Service lifecycle processes YaSM process structure: Supporting service Back to Front Page Process overview diagrams Flowchart diagrams YaSM service 0 Set the strategic direction LP1 Perform strategic assessments Provide guidance for the use of technology Define strategic initiatives Start up service development projects Monitor strategic initiatives LP1.1 LP1.2 LP1.3 LP1.4 LP1.5 Design new or changed services LP2 Define required service properties Design required infrastructure Outline the implementation approach Prepare the service implementation LP2.1 LP2.2 LP2.3 LP2.4 Build new or changed services LP3 Coordinate dvlpmt. and procurement activities Develop applications and systems Accept delivery of the service components Create or update operational documentation Test the service components Deploy the service components Prepare the service activation LP3.1 LP3.2 LP3.3 LP3.4 LP3.5 LP3.6 LP3.7 Operate the services LP4 Support the service operation Provide guidance for service operation Monitor the services Produce service quality s Perform routine operational tasks LP4.1 LP4.2 LP4.3 LP4.4 LP4.5 Resolve incidents and LP4.6 Support incident and service request resolution Log incidents and Fulfill Pro-actively inform users and clients Resolve major incidents Resolve incidents in 1st level support Resolve incidents in 2nd level support Monitor incidents and Close incidents and LP4.6.1 LP4.6.2 LP4.6.3 LP4.6.4 LP4.6.5 LP4.6.6 LP4.6.7 LP4.6.8 LP4.6.9 Resolve problems LP4.7 Pro-actively identify problems Categorize and prioritize problems Analyze and resolve problems Monitor outstanding problems Close problems LP4.7.1 LP4.7.2 LP4.7.3 LP4.7.4 LP4.7.5 Improve the services LP5 Perform service reviews LP5.1 Define service improvements LP5.2 Start up service improvement initiatives LP5.3 Implement service improvements LP5.4 Monitor service improvement initiatives LP5.5 Service lifecycle processes. 8

YaSM process structure: Supporting service [1/2] YaSM process structure: Service lifecycle processes YaSM process structure: Supporting service Back to Front Page Process overview diagrams Flowchart diagrams YaSM service 0 Set up and maintain the service management system SP1 Define process improvements Start up process improvement initiatives Design processes and policies Implement process improvements Monitor process improvement initiatives Operate the processes Perform process reviews SP1.1 SP1.2 SP1.3 SP1.4 SP1.5 SP1.6 SP1.7 Maintain the service portfolio SP2 Add new or changed services to the service portfolio Update the service portfolio Activate new or changed services Review the service portfolio SP2.1 SP2.2 SP2.3 SP2.4 Manage customer relationships SP3 Find new customers Sign or terminate customer service agreements Handle customer complaints Monitor customer complaints Hold customer meetings Perform customer satisfaction surveys SP3.1 SP3.2 SP3.3 SP3.4 SP3.5 SP3.6 Manage configuration SP4 Support the management of config. Maintain the configuration model Control configuration Audit configuration SP4.1 SP4.2 SP4.3 SP4.4 Assess and coordinate changes SP5 Support the assessment of changes Log and review RFCs Assess emergency changes Assess changes (change manager) Assess changes (CAB) Monitor open changes Review and close changes SP5.1 SP5.2 SP5.3 SP5.4 SP5.5 SP5.6 SP5.7 [ ] Manage projects SP6 Start up projects SP6.1 Plan projects SP6.2 Control projects SP6.3 Review and close projects SP6.4 Supporting service management processes [1/2] Ensure security SP7 9

YaSM process structure: Supporting service [2/2] YaSM process structure: Service lifecycle processes YaSM process structure: Supporting service Back to Front Page Process overview diagrams Flowchart diagrams YaSM service [ ] 0 Ensure security SP7 Assess security risks Define security improvements Start up security improvement initiatives Implement security controls Operate the security controls Review the security controls SP7.1 SP7.2 SP7.3 SP7.4 SP7.5 SP7.6 Prepare for disaster events SP8 Assess risks associated Define continuity Start up continuity Implement continuity Operate the continuity Review the continuity with disaster events improvements improvement initiatives arrangements arrangements arrangements SP8.1 SP8.2 SP8.3 SP8.4 SP8.5 SP8.6 Ensure compliance SP9 Identify compliance requirements Define compliance controls Perform compliance reviews SP9.1 SP9.2 SP9.3 Manage human resources SP10 Identify the required skills Develop the required skills Recruit new staff SP10.1 SP10.2 SP10.3 Manage suppliers SP11 Set up external supporting services Procure infrastructure items Hold supplier meetings Renew or terminate supplier agreements Check supplier invoices SP11.1 SP11.2 SP11.3 SP11.4 SP11.5 Manage service financials SP12 Maintain the financial management framework SP12.1 Perform financial planning SP12.2 Prepare financial s SP12.3 Issue customer invoices SP12.4 Supporting service management processes [2/2] 10

YaSM documents and records ( YaSM data objects ) The YaSM processes require inputs and create outputs, typically in the form of documents or records. Log incidents and Resolve incidents in 1st level support These documents and records are represented in the YaSM Process Map as YaSM data object shapes. For each of the 75 YaSM objects, there is A checklist or document template in Microsoft Word format to describe its contents An object lifecycle diagram to illustrate which YaSM processes create, update, read and archive the object, and how its status changes throughout its lifecycle. The YaSM data object model helps with understanding the purpose of each object in the YaSM model, by providing a complete overview of the YaSM objects and their key relationships. 19 additional checklists explain the typical contents of the service management policies (there is one policy for every YaSM process). Typical contents Lifecycle Relationships Checklists/ document templates Object lifecycle diagrams Data object model 11

Overview of YaSM data objects YaSM data objects associated with service lifecycle processes Set the strategic Design new or changed Build new or changed direction services services Operate the services Improve the services LP1 LP2 LP3 LP4 LP5 Strategic assessment Service implmnt. blueprint Test script manual Service improvement plan - SIP Strategic objectives Requirements specification Test Incident model Service review Strategic plan Service readiness confirmation Planned service outages record Technology guideline Service quality model YaSM data objects associated with supporting service Set up and maintain the service management system Maintain the service portfolio Manage customer relationships Manage configuration Assess and coordinate changes Manage projects SP1 SP2 SP3 SP4 SP5 SP6 Service management policies Service portfolio Customer portfolio Configuration model Change model Project charter Process model Service definition Customer service agreement CI record Change record Project plan Process operation manual Service portfolio review Complaint record Configuration audit Change schedule Project status Process review plan Operational service agreement Customer survey questionnaire CAB meeting minutes Project issue log Process review Customer survey evaluation Change assessment Project review Process metric Customer meeting minutes Post-implementation review Process improvement plan - PIP Ensure security Prepare for disaster events Ensure compliance Manage human resources Manage suppliers Manage service financials SP7 SP8 SP9 SP10 SP11 SP12 Register of security risks Underpinning security policy Security operation manual Security review Security improvement plan Register of managed disaster events Service continuity plan Continuity operation manual Continuity review Continuity improvement plan Guideline for disaster events Index of disasterrelevant Compliance register Compliance review Skills inventory Skills development plan Supplier portfolio External service agreement Supplier meeting minutes Financial budget Budget request Indirect cost allocation table Specification of financial data categories Financial This diagram provides a complete list of the documents and records ( data objects ) used in the YaSM Process Map. 12

YaSM data object model record refers to model refers to Incident model refers to refers to relates to CI record defines types of Configuration model relates to Configuration audit Planned service outages is input for refers to manual is input for is input for The YaSM data object model: A complete overview of the key relationships between the YaSM documents and records. 13

YaSM object lifecycle diagram: Master object and link to checklist: Creates Updates Reads Archives Log incidents and service requests Log incidents and service requests (raised) (rejected) Customer process (raised) Log incidents and service requests Pro-actively inform users and clients Monitor the services Monitor incidents and service Resolve major incidents Resolve major incidents Close incidents and service requests requests (raised) (resolved) Resolve incidents in 1st level Resolve incidents in 1st level Pro-actively identify problems Categorize and prioritize support support problems (resolved) Resolve incidents in 2nd level Resolve incidents in 2nd level Produce service quality s Review and close changes support support (resolved) Operate the security controls Review the security controls Support incident and service request resolution (rejected) The YaSM Process Map contains 75 diagrams of this type, one for each YaSM data object. 14

YaSM checklists/ document templates The YaSM Process Map contains 93 checklists in Word format, describing the typical contents of the YaSM data objects (documents and records). 15

RACI matrix: Participation of the YaSM roles in the YaSM processes Pop-up hints show the process objectives. Process diagrams can be opened directly from the matrix by clicking on a process name. 16

Contact IT Process Maps GbR Dipl.-Ing. Stefan Kempter & Dr. Andrea Kempter Schönauer Str. 57 88131 Lindau (Bodensee) Germany Tel. +49 8382 2809303 Fax +49 8382 2809305 E-Mail: info@it-processmaps.com it-processmaps.com yasm.com Member of itsmf IT Process Maps GbR, 2018 YaSM is a registered trade mark of IT Process Maps GbR. Microsoft, Visio, Excel, SharePoint and Word are registered trademarks of Microsoft Corp. 17